Something is Wrong with My ThunderBolt

[woodworthjohnca]

Relieved to hear my great experience with the TB is not unique.

 

[richardpandy]

I FINALLY got my thunderbolt running absolutely flawlessly, and now my Up Volume rocker doesn't work. DOH!

 

[Mortiel]

We often need to be reminded of that. Truth be known I think most Tech Support professionals would report that they solve most problems by educating the User not actually having to fix anything.

Root causes for problems with cell phones stem from one of four places: Account, Network, Device, or Education (or lack thereof). That is VZW Tech Support 1.01.

That means 25% part of our job as Tech agents is to educate people on how things work.

Although I will vent a little on the education theme. I had to listened to a call today where a woman called in to get help from VZW on getting her PDAnet working on a 3G android...

 

[nate44]

Too bad most of the tech agents out there don't know much more than the people calling them for help.

 

[Mortiel]

Too bad most of the tech agents out there don't know much more than the people calling them for help.

Oh the vast majority of calls the Tech agent does know more. I've come to learn not everyone has the passion for technology, the knowledge, AND the ability to communicate well. Its in the latter that Tech agents pass or fail majorly.

Your Friendly Neighborhood Wireless Technical Support